Client Care

Question 1

What do you understand about client care?

Answer 1

A continuous process or concept of understanding the clients requirements, suggestions and complaints etc. and analysing to find a solution suitable to the clients requirements to enhance service delivery

Question 2

Why is client care important?

Answer 2

1. To retain existing clients
2. Reduce the likelihood of conflict
3. Maintain strong reputation within the industry

Question 3

How should you conduct yourself with a new client?

Answer 3

1. Polite and well mannered
2. Well presented
3. Respectful
4. Friendly and enthusiastic

Question 4

What is a key stakeholder?

Answer 4

A person or organisation who has an interest in the project

Question 5

What information would you expect to see within a clients brief?

Answer 5

1. Services required
2. Insurances required
3. Terms of appointment
4. Fee
5. Duration of appointment

Question 6

What might be excluded from a fee?

Answer 6

• VAT
• Disbursements
• Claims

Question 7

What information would you include in putting together appointment documents for a new professional commission?

Answer 7

1. Scope of service
2. Terms of appointment
3. Basis of pricing
4. Information on team including CVs and qualifications
5. Project details
6. Timescales
7. Insurances

Question 8

What is a complaint?

Answer 8

An expression of dissatisfaction

Question 9

How to complain about a RICS member or firm?

Answer 9

1. Raise initial concern with member
2. Complain directly to member or firm via complaint handling procedure
3. Complain directly to RICS

Question 10

Should you notify your insurers following receipt of a complaint?

Answer 10

Yes - ASAP (subject to terms of insurance cover)

Question 11

How do you deal with a customer complaint?

Answer 11

1. Allocate the complaint to appropriate person as per company procedure
2. Appoint a person to carry out investigation
3. Respond in the identified timescales
4. Identify the outcome and course of action to rectify or close out complaint
5. Communicate the outcomes
6. If complainant is still unhappy, propose the alternative dispute resolution (approved by the RICS)
7. Communicate lessons learnt internally

Question 12

What is clients money?

Answer 12

Money held which is in favour of somebody else

Question 13

If a client was prepared to pay you in advance for your services, how would you ensure that was dealt with?

Answer 13

1. Ensure the RICS Client Handling Money Procedures are followed
2. Notify the RICS
3. Set up a separate bank account named “Client - (Client details)”
4. Ensure the account only contained money of that specific client
5. Ensure the monies is immediately available to the client.
6. Agree the structure to drawdown the money
7. Notify the client prior to drawdown
8. Issue a reconciliation once money has been drawn down
9. On completion of the services, ensure all monies are returned to the client immediately
10. Any interest on the money should be clearly identified prior to acceptance

Question 14

Purpose of keeping client money?

Answer 14

1. Insolvency
2. Can be easier for the client
3. Death of a sole practitioner